We are looking for a Help Desk/Desktop Support Analyst to join our team in Vaughan, Ontario in a Contract to permanent position. This role is ideal for a customer-focused IT specialist who enjoys resolving technical issues, supporting end users, and creating a smooth day-to-day technology experience across the business. The successful candidate will bring hands-on support experience, strong communication skills, and the ability to explain technical concepts clearly to non-technical users.

Responsibilities:
• Deliver front-line technical support for hardware, software, mobile devices, and workplace technology issues, ensuring timely resolution for end users.
• Manage user administration tasks within Active Directory, including account creation, access updates, and policy-related support.
• Support Microsoft 365 applications with a focus on Teams, assisting users with troubleshooting and providing practical guidance on effective use.
• Coordinate IT administrative activities such as software subscription tracking, licence management, and arranging technical support coverage for other office locations.
• Provide deskside and remote assistance for desktop, laptop, Mac, and peripheral-related concerns while maintaining a high standard of customer service.
• Diagnose and resolve service desk incidents involving operating systems, computer hardware, connectivity, and common business applications.
• Contribute to user training by helping staff build confidence with workplace tools and by translating technical information into clear, accessible instructions.
• Work with a range of support technologies and environments, including Cisco, Citrix, Android, and Microsoft-based systems, to address operational needs.
• At least 2 years of experience in a technical support, help desk, or desktop support position.
• More than 3 years of overall IT support experience is considered a strong asset.
• Practical experience supporting Active Directory and Microsoft 365 environments, including Teams.
• Strong troubleshooting ability across desktop hardware, software, mobile devices, and end-user support scenarios.
• Excellent communication skills with the patience and professionalism to assist non-technical users effectively.
• Demonstrated customer-service mindset with a responsive and solutions-oriented approach to support.
• Familiarity with service desk operations and exposure to technologies such as Cisco, Citrix, Mac computers, and Android devices.

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